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SUP 2.1 Review and filter agents

SUP 2.1 Supervisor Agentes

  • Open Supervisor > Agentes.
  • Read the four summary figures, which the interface labels in capitals:
TileWhat it reports
TOTAL AGENTSThe agent count, with the number active beneath it.
MULTI-CHANNEL"Habilitado on more than one channel."
LICENSE USAGESeats consumed against your entitlement.
INACTIVEAgentes not currently active.
  1. Below them sits the All Agentes List, with the channel filters All channels, Voice, WhatsApp, SMS and Email.
  2. Seleccione Customize Tabla to change which columns are visible. The table columns are Agente, Channels, Habilidades, State and Acción.
  3. Seleccione agent checkboxes to enable the bulk actions: Pause, Assign queue, Assign skill, Not Ready, Export and Force logout. A counter reads n selected of n agents, and a running total appears beneath the table as Total Matching.
  4. Seleccione an agent row to reach the live intervention controls for an active interaction. The page states this itself: "Haga clic en an agent row to access quick intervention controls (Listen, Whisper, Barge, Transfer, Send Message)."

An Export/Import control sits beside Add Agente at the top of the page.

This page is multi-channel, and the rest of the module is not. The channel filters offer WhatsApp, SMS and Email alongside Voice, and the MULTI-CHANNEL tile counts agents enabled on more than one. Nothing else in the Supervisor module reviewed here exposes those channels. Confirmar with support@ncsapp.com which channels are actually licensed and live on your tenant before you plan around them.

Read License Usage before you add agents. It is the figure that tells you whether your plan has room. Compare it with the seat count on Inquilino > Monedero de facturación (see 4.1 in the Inquilino module draft) before a hiring intake.

The four live intervention controls are different in kind. Listen is silent to both parties. Whisper is heard by the agent only. Barge joins the call so the customer hears you. Transfer moves the call. Know which one you have selected before a customer hears an unexpected third voice.

Figure key, Supervisor Agentes​

  1. Ruta de navegación.
  2. Left navigation, with Agentes selected.
  3. Total Agentes summary.
  4. Multi-Channel summary.
  5. License Usage summary.
  6. Inactive summary.
  7. Buscar field.
  8. Channel filters: All channels, Voice, WhatsApp, SMS, Email.
  9. Customize Tabla control.
  10. Add Agente button.
  11. Agente rows, each with a selection checkbox.
  12. Bulk action controls: Pause, Assign queue, Assign skill, Not Ready, Export, Force logout.
  13. Live intervention controls on a selected row: Listen, Whisper, Barge, Transfer, Send Message.